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  1. Integrations
  2. Discord

Discord

This page is for org admins. It shows you how to add By Dawn to a Discord server. Once it’s added, people can create and search tickets with /saw, turn a message into a ticket, and manage the channel’s subscriptions. Each member then links their own account (see Connect your chat account).

Before you start

Section titled “Before you start”
  • You need to be an org admin in By Dawn.
  • In Discord, you need the Manage Server permission on the server you’re adding By Dawn to.

Connect

Section titled “Connect”

  1. In By Dawn, open Organization settings › Chat integrations and choose Connect on Discord. If a server is already connected, the button reads Add a server.

  2. Discord asks which server to add By Dawn to, and shows the permissions below. Pick the server and choose Authorize.

  3. You’re back in By Dawn, and the server is listed as Connected.

Finish within 10 minutes of choosing Connect, or start again. Next, a project admin binds channels (see Bind a channel). By Dawn can be bound to the server’s text and announcement channels.

What the bot asks for

Section titled “What the bot asks for”

By Dawn asks to add a bot with application commands (bot applications.commands), and these permissions:

  • View Channels
  • Send Messages and Send Messages in Threads
  • Create Public Threads
  • Embed Links and Attach Files
  • Read Message History

None of them is a privileged permission, and By Dawn doesn’t ask for the Message Content intent. By Dawn works through Discord’s interactions: Discord sends By Dawn a command, a button click or a form, and nothing else. By Dawn never sees the rest of the channel.

When a member links their account, Discord asks them to share their username (identify), and By Dawn checks they’re a member of the connected server.

What works in Discord today

Section titled “What works in Discord today”

The command reference lists everything. In short:

  • /saw create opens the create form, and Create SAW ticket (a message’s Apps menu) turns a message into a ticket, with its files.
  • /saw search finds tickets, privately.
  • /saw subscribe lists, adds and removes the channel’s subscriptions. Only project admins can change them.
  • Subscriptions and chat DMs arrive as messages with buttons. Discord has no confirm dialog, so a button that needs one asks “Are you sure?” privately first.

/saw works only in servers, not in DMs with the bot.

Because By Dawn doesn’t read channel messages, these don’t work in Discord yet: @SAW, the 🎫 reaction, request channels (Every message), synced threads and ticket link previews. Someone without a linked account can still file a request in a bound channel, through the create form.

When Discord stops accepting By Dawn

Section titled “When Discord stops accepting By Dawn”

If the bot is removed from the server, or loses access, By Dawn notices the next time it tries to post there. The server then shows Needs reconnecting in Organization settings › Chat integrations, and nothing posts there until an admin chooses Reconnect and adds the bot again.

Disconnect

Section titled “Disconnect”

Choose Disconnect next to the server. The bot leaves the server, and By Dawn:

  • unbinds every channel in it from its project, with the channels’ subscriptions;
  • unlinks every member’s Discord account in it, and revokes what they let By Dawn do as them;
  • stops updating its cards.

Removing the bot in Discord doesn’t do this: By Dawn keeps the server’s bindings and links, marked Needs reconnecting, until you disconnect it here. Comments already made from Discord stay on their tickets.

Where to go next

Section titled “Where to go next”